We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 401363 results
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Decision Reference DRN-6269415
17 Apr 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6269415 The complaint Mr C has complained to Scottish Equitable Plc (Aegon) that a lack of clear information on the Aegon portal when selecting income options resulted in him inadvertently following the wrong pathway. He’s said that this resulted in him being charged income tax on 7... (10 pages)View decision -
Decision Reference DRN-6275671
17 Apr 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6275671 The complaint Mr W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr W’s borrowing can be found below. loan number loan amount... (4 pages)View decision -
Decision Reference DRN-6241069
17 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6241069 The complaint Mr B is being represented by a claims manager. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel investment scam after he responded to an advert he found on... (5 pages)View decision -
Decision Reference DRN-6030831
17 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6030831 The complaint Miss G complains about AXA Insurance UK Plc’s handling of two claims she made under a home insurance policy. All references to AXA include its agents. What happened Miss G had a home insurance policy with AXA, covering her contents. In October 2022, she made a ... (3 pages)View decision -
Decision Reference DRN-6028764
17 Apr 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6028764 The complaint Mrs M is unhappy that Zopa Bank Ltd won’t refund a payment she made because of a purchase scam. What happened In summary, Mrs M was looking to book a holiday and contacted what she believed to be a legitimate company online. She had been making payments in ins... (4 pages)View decision -
Decision Reference DRN-6269001
17 Apr 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6269001 The complaint Mr M complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. For ease of reference, I’ve referred to Mr M throughout the decision rather than re... (3 pages)View decision -
Decision Reference DRN-6048410
17 Apr 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6048410 The complaint Mr G complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr G’s borrowing can be found below. loan number loan amount agreement date repaym... (4 pages)View decision -
Decision Reference DRN-6263276
17 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6263276 The complaint Mr S complains HSBC UK Bank Plc (HSBC) didn’t make him aware he’d opened two separate accounts. This resulted in him earning no interest on deposits made as these were made into a current account, not a savings account. He further complains about the service re... (3 pages)View decision -
Decision Reference DRN-6297908
17 Apr 2026 Phoenix Life CA Limited UpheldInsuranceDRN-6297908 The complaint Mrs P complains about the way Phoenix Life CA Limited has administered a whole of life policy. She’s unhappy about the changes that she was advised about after it reviewed the policy – she says that such a drastic change is unreasonable. What happened In Octob... (6 pages)View decision -
Decision Reference DRN-6214971
17 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6214971 The complaint Miss G complains that Santander UK Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In August 2025, Miss G wanted some scaffolding erected at the front of her property and spoke to a tradesman who had rece... (4 pages)View decision